END clothing impossible to contact

genet

I won £500 worth of END clothing vouchers/credit, this was spent online and I added £34 of my own money towards it - by PayPal. END stock a lot of brands not commonly stocked in the UK so I returned £285 worth of clothing due to fit and not being able to try on before hand.

I sent the clothing back using the prepaid Royal Mail service END provided. The return never got delivered, for 3 months now it’s stuck on saying the return parcel is out for delivery. When I’ve tried contacting Royal Mail they send me to END as Royal Mail claim it was raised against their business account and they hold the contract. As END provided the return service am I right in thinking it is END’s responsibility and I should still be due a refund/reissue of the voucher/credit?

The problem is I’ve been trying to contact END for 2 months and they don’t respond. When emailed they say a response will be received in 5-7 days, I’ve emailed them 10 times and haven’t received a response in 2 months. Their phone line is never picked up, they ask you to leave an answer phone message and no-one ever responds. Their online chat system is just an unhelpful automated bot. I made a Twitter account just to contact END and they did give me a standardised response saying someone would contact me but again no response received. It seems other people are having the same problem with END.

I spoke to PayPal who said they would only be able to recover the £34 and advised it would be better to explore other avenues. I know I was fortunate to win the credit, I’ve never won anything before, but as END never respond it feels impossible to know what I’m entitled to. Is there anything I can do? 

born_again

If End provided the return label, then it is their responsibility to chase up the return & refund you. But refund will be as credit vouchers.

genet

born_again said:

If End provided the return label, then it is their responsibility to chase up the return & refund you. But refund will be as credit vouchers.

Thanks for confirming, I thought as much.

But is there anything I can do if END never respond to me? I’ve been trying to contact them for over 2 months now and I know from social media I’m not the only person who is having the same problem. 

km1500

you could try money claim.online (assuming they are UK based ?) 

genet

km1500 said:

you could try money claim.online (assuming they are UK based ?) 

Yes, I’m thinking sending a letter before action might be the last resort.

On their website it has 'Ashworth and Parker Limited (t/a END)' so would I address it to this name? And the address companies house has for them? Their company number is 06866013.

Sorry for the rookie question, I’ve never done small claims before but it seems wrong to just let them get away with it.